Bilingual Customer Service Representative (English/Spanish)

Job Summary

Required Qualifications

• •Bilingual Requirement: Speak, read, and write fluently in both English and Spanish
• •Bilingual Requirement: Assist customers seamlessly in either language
• •Bilingual Requirement: Translate and communicate information accurately and professionally
• •Bilingual Requirement: Pass a bilingual language assessment if required
• •Training Commitment: 3 weeks of full-time, instructor-led training (Monday-Friday, 10:00 AM to 6:30 PM)
• •Training Commitment: Fast-paced learning environment with daily performance expectations and real-time feedback
• •Training Commitment: You will be expected to demonstrate readiness before moving to live calls
• •Training Commitment: Attendance is critical due to the volume of material covered each day
• •Training Commitment: 1 full-day absence may result in removal from training
• •Training Commitment: 1 tardy may result in removal from training
• •Training Commitment: 1 early departure may result in removal from training
• •What This Job Is Really Like: Back-to-back inbound calls with limited downtime between calls
• •What This Job Is Really Like: Strict schedules with adherence expectations (breaks and lunches are timed)
• •What This Job Is Really Like: Multiple systems open at once. Speed and accuracy both matter
• •What This Job Is Really Like: Performance is measured daily and directly impacts your success in the role (quality, call handling time, attendance)
• •What This Job Is Really Like: Training moves fast. You are expected to apply what you learn immediately
• •What This Job Is Really Like: Customers may be frustrated or upset. You are expected to stay professional, in control of the call, and follow processes even under pressure
• •What This Job Is Really Like: Most employees take several weeks after training to feel fully comfortable in this role. This is expected
• •How You Are Measured: Quality scores based on call accuracy and compliance
• •How You Are Measured: Call handling time (efficiency matters)
• •How You Are Measured: Schedule adherence (strict adherence to assigned shifts, breaks, and lunches)
• •How You Are Measured: Customer experience and issue resolution
• •Job Description: Handle a high volume of inbound calls in both English and Spanish
• •Job Description: Navigate multiple systems while speaking with customers in real time
• •Job Description: Follow specific scripts and verification processes with high accuracy
• •Job Description: Document every interaction clearly and completely during or immediately after the call
• •Job Description: Manage difficult or frustrated customers while maintaining professionalism and control
• •Job Description: Apply SOPs exactly as trained. Consistency is critical to quality scores
• •Job Description: Complete accurate call documentation within required timeframes while maintaining call flow
• •Job Description: Provide exceptional service to English-speaking and Spanish-speaking customers
• •Scheduling After Training: Candidates must be flexible to work any shift within operating hours
• •Scheduling After Training: Saturday shifts are required
• •This Role May Not Be a Fit If You: Need a flexible or changing schedule
• •This Role May Not Be a Fit If You: Prefer slow-paced or unstructured work environments
• •This Role May Not Be a Fit If You: Are uncomfortable being measured on daily performance metrics
• •This Role May Not Be a Fit If You: Struggle with punctuality or strict attendance expectations
• •This Role May Not Be a Fit If You: Prefer roles with extended downtime between tasks
• •What Success Looks Like Early On: You ask questions and apply feedback quickly
• •What Success Looks Like Early On: You improve week over week during training
• •What Success Looks Like Early On: You show reliability in attendance and schedule adherence
• •What Success Looks Like Early On: You demonstrate effort, not perfection, during ramp-up
• •What Success Looks Like Early On: You remain consistent and committed, even when the role feels challenging during the learning curve
• •Educational Requirements: High School Diploma or equivalent required
• •Experience Requirements: Minimum of 6 months of customer service experience
• •Experience Requirements: Fluent verbal and written communication skills in both English and Spanish
• •Experience Requirements: Ability to type notes into customer accounts accurately and efficiently
• •Experience Requirements: Strong computer skills and ability to work across multiple systems and platforms
• •Experience Requirements: Ability to recognize, apply, and explain product and service information clearly
• •Physical Requirements/Demands: Sit for prolonged periods while working on a computer
• •Physical Requirements/Demands: Use repetitive hand and finger movements for typing and data entry
• •Physical Requirements/Demands: Stand, walk, lift, carry, reach, push, and pull as needed
• •Physical Requirements/Demands: Lift up to 15 pounds occasionally
• •Competencies: Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic
• •Competencies: Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals
• •Competencies: Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals
• •Competencies: Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results
• •Competencies: Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment
• •Competencies: Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions
• •Employment is contingent upon successful completion of an assessment test and background screening

Desired Qualifications

• •Previous call center experience preferred but not required